American Floorcraft Inc.

first of all, because the new tile was being installed next to the old tile, the old grout and the new grout could not bond to each other. Secondly, the underlayments over which the tile was installed, could not be staggered, but rather had to be laid in a straight line.  Movement in the...

subfloor has caused the grout to crack.We had to order a special material that matches the grout to seal the two grouts, old and new, together.  We have received that material and have contacted the customer to set up an appointment to have this done.

The homeowner did not notify us that the carpet was defective; our installer brought it to our attention.  I immediately drove to the jobsite and did an inspection.  A very small section of the carpet (one inch by forty-eight inches) along the edge had a loose backing.  Standard...

industry procedure is to reattach the secondary backing with some latex adhesive.  Since my installers did not have the adhesive, I left the residence, drove to a wholesale distributor, and bought the adhesive.  When I returned to the customer's household, he was informed of the remedial measures to be taken.  However, he refused those measures and demanded that the carpet be returned and new carpet ordered.  I reiterated that the minimal repair was an accepted practice and would be covered by the manufacturer's warranty.  I said that a new carpet would take several days to arrive.  But the homeowner insisted on a different roll of carpet.  So I reordered the carpet and, immediately upon its arrival from Georgia, finished the installation as quickly as possible.  The homeowner agreed that the second carpet and the installation were satisfactory and well-done.  Nevertheless, he insisted that he was entitled to an adjustment for "inconvenience and disruption of his household".  After several discussions with my supplier. it was agreed to grant the homeowner a 10% discount on his invoice.I, too, am a consumer and I try to handle every problem in the way that I would want to be treated.  This is what was done in the case.  I could only hope that every company I have ever dealt with would handle a complaint in as good a manner.

The homeowner did not notify us that the carpet was defective; our installer brought it to our attention.  I immediately drove to the jobsite and did an inspection.  A very small section of the carpet (one inch by forty-eight inches) along the edge had a loose backing.  Standard...

industry procedure is to reattach the secondary backing with some latex adhesive.  Since my installers did not have the adhesive, I left the residence, drove to a wholesale distributor, and bought the adhesive.  When I returned to the customer's household, he was informed of the remedial measures to be taken.  However, he refused those measures and demanded that the carpet be returned and new carpet ordered.  I reiterated that the minimal repair was an accepted practice and would be covered by the manufacturer's warranty.  I said that a new carpet would take several days to arrive.  But the homeowner insisted on a different roll of carpet.  So I reordered the carpet and, immediately upon its arrival from Georgia, finished the installation as quickly as possible.  The homeowner agreed that the second carpet and the installation were satisfactory and well-done.  Nevertheless, he insisted that he was entitled to an adjustment for "inconvenience and disruption of his household".  After several discussions with my supplier. it was agreed to grant the homeowner a 10% discount on his invoice.
I, too, am a consumer and I try to handle every problem in the way that I would want to be treated.  This is what was done in the case.  I could only hope that every company I have ever dealt with would handle a complaint in as good a manner.